<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
52 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
52 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.3 out of 100
26 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

8x8 Contact Center

My experience with 8x8 is solely based on implementing and using it for our dedicated Client Support call center. 8x8 was the perfect solution to our call routing, IVR scripting, and call recording needs. Since our routing is based on Client Support Specialist availability, the system performs better when more than five users are logged in. 8x8 also integrates very well with our Salesforce support system.
Jeffrey Bryan | TrustRadius Reviewer

Verint Workforce Optimization

On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
Rebecca Hunt | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
6.1
Verint Workforce Optimization
Agent dashboard
8x8 Contact Center
7.3
Verint Workforce Optimization
Validate callers
8x8 Contact Center
6.6
Verint Workforce Optimization
Outbound response
8x8 Contact Center
6.1
Verint Workforce Optimization
Call forwarding
8x8 Contact Center
7.2
Verint Workforce Optimization
Click-to-call (CTC)
8x8 Contact Center
6.3
Verint Workforce Optimization
Warm transfer
8x8 Contact Center
7.0
Verint Workforce Optimization
Predictive dialing
8x8 Contact Center
5.3
Verint Workforce Optimization
Interactive voice response
8x8 Contact Center
6.1
Verint Workforce Optimization
REST APIs
8x8 Contact Center
5.0
Verint Workforce Optimization
Call scripts
8x8 Contact Center
5.1
Verint Workforce Optimization
Call tracking
8x8 Contact Center
7.2
Verint Workforce Optimization
Multichannel integration
8x8 Contact Center
5.5
Verint Workforce Optimization
CRM software integration
8x8 Contact Center
5.0
Verint Workforce Optimization

Workforce Optimization (WFO)

8x8 Contact Center
7.5
Verint Workforce Optimization
Inbound call routing
8x8 Contact Center
8.1
Verint Workforce Optimization
Omnichannel inbound routing
8x8 Contact Center
7.3
Verint Workforce Optimization
Recording
8x8 Contact Center
7.9
Verint Workforce Optimization
Quality management
8x8 Contact Center
6.9
Verint Workforce Optimization
Call analytics
8x8 Contact Center
7.4
Verint Workforce Optimization
Historical reporting
8x8 Contact Center
6.7
Verint Workforce Optimization
Live reporting
8x8 Contact Center
9.0
Verint Workforce Optimization
Customer surveys
8x8 Contact Center
6.8
Verint Workforce Optimization

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

Verint Workforce Optimization

  • Blended forecasting – shift variety.
  • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
  • Automated task scheduling - educated planning.
  • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
  • Scorecard reporting –Visibility over performance.
  • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
Gilbert Chinapen | TrustRadius Reviewer

Cons

8x8 Contact Center

  • It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
  • Possibility of hearing the channel through audio before answering the call
Audrey Easterday | TrustRadius Reviewer

Verint Workforce Optimization

  • I think the system needs better documentation, hard to find all the features and where to configure things
  • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
  • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
Andrew Makula | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

Verint Workforce Optimization

Verint Workforce Optimization 7.2
Based on 8 answers
Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
Beth Seymour | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO | TrustRadius Reviewer

Verint Workforce Optimization

Verint Workforce Optimization 8.0
Based on 1 answer
Because its great
Anonymous | TrustRadius Reviewer

Support Rating

8x8 Contact Center

8x8 Contact Center 5.5
Based on 24 answers
We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.
Melissa McCormack | TrustRadius Reviewer

Verint Workforce Optimization

Verint Workforce Optimization 9.0
Based on 1 answer
Because its excellent tool
Anonymous | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

Verint Workforce Optimization

Verint Workforce Optimization 8.0
Based on 1 answer
I do not have any key insights regarding implementation of Verint
Anonymous | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.
8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.
Anonymous | TrustRadius Reviewer

Verint Workforce Optimization

Nice - a little more costly than Verint.Qfiniti - no comparison - Verint is so much more!!Automony AspectWe selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
Joyce Schofield | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
Anonymous | TrustRadius Reviewer

Verint Workforce Optimization

  • The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
  • User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
  • The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.
Anonymous | TrustRadius Reviewer

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Verint Workforce Optimization

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

8x8 Contact Center
7.5
Verint Workforce Optimization
9.0

Likelihood to Renew

8x8 Contact Center
Verint Workforce Optimization
7.2

Usability

8x8 Contact Center
8.2
Verint Workforce Optimization
8.0

Support Rating

8x8 Contact Center
5.5
Verint Workforce Optimization
9.0

Implementation Rating

8x8 Contact Center
Verint Workforce Optimization
8.0

Add comparison